Pent-A Care Support and Care Service

The registered manager followed safe recruitment practices and had enough staff to meet people's needs.

People were protected from the risk of infection. Medicines were not managed by the service; however systems were in place to handle them safely in the future.

Systems were in place to learn when things went wrong, and the registered manager was open and transparent about sharing when things had not gone right.

People were involved in their needs assessment and care was prepared to cover what they wanted. People were supported by staff who had received appropriate training. People were encouraged to stay hydrated.

People told us the care they received was delivered by staff who were kind and patient. People's privacy and dignity was respected.

People's care plans were personal to them and contained details to help staff get to know people better.

There was a complaints policy and procedure in place. People's end of life wishes were respected.

The registered manager understood their responsibilities. They had quality assurance systems in place ready to capture people's feedback on the quality of the service going forward.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.